Microsoft CRM 3.0 Scheduling - 8524A_06 by djarian

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									Chapter 6: Defining Services

CHAPTER 6: DEFINING SERVICES
Objectives
Actively participating during this lesson helps you: • • Define rules and resources for services Create or edit a service

Overview
This lesson discusses defining the services that your organization provides, and how resources are added to these services to ensure that Microsoft® CRM selects the appropriate resource. The lesson begins by defining rules and resources for services, and then discusses the other activities related to adding the appropriate resources to perform the service activities.

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Defining Services
Users can sell services to customers and schedule the service in Microsoft CRM as a service activity. A service is a type of work performed by one or more resources and sold to a customer. For example, a bike repair or tax consultation are services that a company might offer to their customers. Similar to setting up work schedules, defining services ensures that services scheduled in Microsoft CRM have determined which combination of resources perform a service, and it also makes predefined services available to schedulers. To define services, the scheduling administrator would need to set up the following information in Microsoft CRM: • All types of services that the business will offer.

Scenario
Situation
Adventure Works Cycle has begun to offer services to its customers. The Service Scheduling Manager would like to provide a weekend and evenings-only service for emergency bike repairs.

Goal
The Service Scheduling manager must define the Overtime Repair Service so that the scheduling engine only returns resources with availability in the evenings, and weekends.

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Defining Services Concepts
Services are types of work that are scheduled and sold to customers. • Users define the services that the organization provides to customers and assign which users, facilities, and equipment are required to perform the services. Users can schedule services with customers as service activities.

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Selecting the Resources that Perform Services
For each service your organization offers, users can select the resources required, either as individual resources or as resource groups, to perform the service. To select resources, users create selection rules for the service that details what combination of individual personnel, equipment, and facilities, or resource groups is required when someone schedules this service. For example, a user can set up a rule that a bike repair requires a bike technician and a specific set of tools.

FIGURE 6-1: DEFINING SERVICES

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Resource Selection Rules
In its simplest form, a selection rule is the list of users, facilities, or equipment that are required to perform a service for a customer and the rules that select them. You can define resources by how busy they are, and whether the resources are from the same site or location. For each service, you define at least one selection rule and select one or more users, facilities, and equipment to perform it. Using conditional sub-rules, you can further refine the resource selection. Microsoft CRM displays your selection rules in a tree view. A Resource Selection Rule defines the number and method for selecting resources within a group in addition to the amount of work required for a specific service. Additionally, the Resource Selection Rule also defines how resources are supposed to be used for a specific Service. • • • The Resource Selection Rule defines how to select members of a Resource Group or team. It is also the link between a service and its resources It can be as simple as delegating one specific resource to a service or as complex as choosing X number of resources based on their skill level, how busy they are, and an additional resource by minimizing cost. Resource assignment rules including the defaults such as Least Busy and Most Busy.

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Understanding the Difference Between ALL and a Quantity in a Selection Rule
Although you can consider ALL and Quantity similar to Boolean operators, they do not function identical to the operators. In a selection rule, ALL can mean either of the following: • • If the rule is followed by a list of resources, then every resource listed is selected. If the rule is followed by sub rules, then every sub rule is observed.

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Examples of selection rules that use ALL
The following rule requires all of the technicians in the resource group (no matter how many technicians are members of the group): Rule – Select ALL from Technicians Resource Group The following rule requires 1 technician and 2 interns: Rule – Select ALL from Sub-rule 1 – Select 1 Technicians Resource Group Sub-rule 2 – Select 2 Intern Resource Group The following rule requires all of the technicians in the resource group as well as 2 Tool Sets and 1 Tech Manual: Rule – Select ALL from Sub-rule 1 – Select ALL Technician Resource Group Sub-rule 2 – Select ALL from Sub-rule 2a – Select 2 from Tool Sets Resource Group Sub-rule 2b – Select 1 from Tech Manual Resource Group

An example of a selection rule that uses a quantity
The following rule creates several possible combinations or choices from different resource groups: Rule - Select 2 from 1 member of Senior Technician Resource Group or a set of 2 members of Technicians Resource Group If you enter a quantity in the selection rule, the rule selects from a combination of all the sub rules under it that define equivalent resources. For example, one senior technician might equal two technicians or three interns. The quantity in the rule must be equal to or less than the quantity of sub rules or resources listed under it.

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Types of Selection Rules
By using selection rules with ALL, a quantity, or a combination of both, you can create different types of selection rules: • • • • Simple selection rules. These rules require resources from a list of equal resources, both individuals and resource groups. Compound selection rules. These rules require a combination of resources, each selected by a sub rule. Complex selection rules. These rules require resources that follow multiple sub rules. Nested selection rules. These rules require resources that follow multiple sub rules within sub rules.

Procedure: Adding a Resource Selection Rule
1. In the Navigation Pane, click Settings. 2. Under Settings click Settings, and then in the Settings area click Services. 4. In the list of displayed service, open the service. 5. On the Service page, in the left navigation bar, click Information and then click Required Resources. 6. Select the selection rule this user should be added to.
NOTE: User can create multiple resource selection rules that select from multiple resources.

FIGURE 6-2: RESOURCE SELECTION RULES

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Before you can add a resource to a service, you must define a selection rule to determine how resources are selected for service activities. You can create a simple rule that selects resources from a list; or a compound rule that selects a combination of resources; or create a complex tree of selection rules that selects from groups of equivalent resources. Compound and complex rules are created by nesting selection rules and subrules.
NOTE: User can create multiple resource selection rules that select from multiple resources. Selection Rules enable organizations to select from the most appropriate resource based on rules.

Create a Simple Selection Rule
You can create a simple selection rule for services that require one or more resources, all of which are interchangeable in the schedule. For example, a bicycle safety inspection can be performed by any of the technicians in the shop or by a specific person. You can also require all of the resources. A simple selection rule can also be used for services that require a specific user, facility, or equipment. For example, if you have only one technician with the required certification to perform repairs on motorized bicycles, you can schedule that technician, but only that technician with a simple selection rule for repairs on motorized bicycles. In this example, the service requires one member of a group of resources. Any technician can perform a bike repair.

In this example, the service requires one specific resource.

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Demonstration: Create a Simple Selection Rule
Scenario
Chris Perry, Ben Burton, and Mathew Pereira are all required for the Bulk Assembly Service offered to customers by Adventure Works Cycle. Currently Ben Burton is already added to the service, but this service requires more than one resource.

Goal Description
The Service Scheduling Manager needs to add a selection rule to the simple Bulk Assembly service in Microsoft CRM to ensure that the service includes all the required resources.

Steps
1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Settings. 3. Under Settings, click Settings, and then in the Settings area click Services. 4. In the list of services, select the Bulk Assembly service as the service you want to add a selection rule. 5. On the Service form, click the Required Resources tab, Select the Selection rule. Selection rules appear in the tree beside double-click on Edit Selected Item. . Next,

6. In the Edit a Selection Rule dialog box, enter the following information. – – – – Quantity: 3 Description: Ben, Chris, and Mathew are all required for a Bulk Assembly. This service always requires three bicycle technicians Selection Site: Any site Selection Criteria: Capacity Required: 3

7. Click OK. 8. Click on the selection rule, the rule should display as follows:

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9. To add additional resources to the selection rule, click Add Resources in the Common Tasks area. 10. The Look Up Records dialog box, select Chris Perry, and Mathew Pereira as the additional users. 11. Choose not to save this selection as a resource group, and click OK. 12. This is how the selection rule should look as soon as you have added the resources:

13. Click OK. 14. Click Save or Save and Close.

FIGURE 6-3: CREATING MULTIPLE RESOURCE SELECTION RULES

NOTE: Users can remove any Selection Rules or their members. If a rule has members underneath, all the members are also removed.

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Create a Compound Selection Rule
Create a compound selection rule when you have a service that requires two or more resources, each from separate groups. These groups are defined in sub-rules. For example, a bicycle tune-up requires one technician and one bike rack. In this example, the service requires a combination of resources A senior technician or a technician, and a bike rack are required for a bike overhaul. In the first selection rule, the ALL indicates that search follows every sub rule. The first sub rule indicates the search can select from either the senior technician resource group or the technician resource group.

Procedure: Create a Compound Selection Rule
This procedure assumes that no selection rules have been created previously for this service. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Services. 3. In the list of services, select the service to which you want to add a selection rule. 4. On the Service form, click the Required Resources tab, and then double-click the first selection rule in the details pane. Selection rules appear in the tree beside.

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5. In the Edit a Selection Rule dialog box, enter the following information. – Quantity Select the number of resources required for the service. Select All. This indicates that the selection should follow each of the sub-rules. Description Enter any additional information about the scheduling rule you want to record. Selection Site This option defines whether the resources all must be from the same site or if they can be from any site in the business unit. This option is only available in the top-level selection rule.

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6. Click OK. 7. Under Common Tasks, click Add a Selection Rule. A new selection sub-rule appears in the selection rule tree connected to the first selection rule, and the Edit a Selection Rule dialog box opens automatically. 8. Repeat steps 5 and 6 to define the sub-rule. 9. Select the new sub-rule in the details pane. 10. Under the Common Tasks, you can do the following: – – To add individual users, facilities, equipment, or teams to the selection rule, click Add Resources. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want and they can be a mix of individual users, facilities, equipment, and teams. To add resource groups to the selection rule, click Add Resource Groups. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want.

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In the example, two resource groups were added to the same selection rule. 11. Click OK. 12. In the Details pane, click the first selection rule. 13. Repeat steps 7 through 11 to define additional sub-rules and add resources to them. 14. Click Save or Save and Close.

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Create a Complex Selection Rule
A complex selection rule requires a specific number of resources, each from separate groups that are defined in sub-rules. For example, a bicycle assembly can either select one senior technician, or two junior technicians, or three interns. You can also nest sub-rules within sub-rules to further define the selection criteria. In this example, the service may require one or more resources from equivalent resources A gear assembly replacement requires 1 senior technician or 2 technicians or 3 interns. In the first selection rule, the 1 indicates that search should select one resource using any one of the sub-rules

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Nested Selection Rules
In this example, the service requires one or more resources from equivalent resources groups that are defined by additional sub-rules A racing bike overhaul requires a bike rack, an assistant and either 1 generalist or 1 specialist. In the first selection rule, the ALL indicates that search use all of the rules and each sub rule indicates selecting 1 from the resource group.

Procedure: Create a Complex Selection Rule
1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Services. 3. In the list of services, select the service to which you want to add a selection rule. 4. On the Service form, click the Required Resources tab, and then double-click the first selection rule in the details pane. Selection rules appear in the tree beside .

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5. In the Edit a Selection Rule dialog box, define the rule. – Quantity Select the number of resources for the service. This creates the equivalent of an OR clause and selects the resource using one or more, or a combination, of the sub-rules. This number must be equal to or less than the number of sub-rules. Description Enter any additional information about the scheduling rule you want to record. Selection Site This option defines whether the resources all must be from the same site or if they can be from any site in the business unit. This option is only available in the top-level selection rule.

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6. Click OK. 7. Under Common Tasks, click Add a Selection Rule. A new selection sub-rule appears in the selection rule tree connected to the first selection rule, and the Edit a Selection Rule dialog box opens automatically. 8. Repeat steps 5 and 6 to define the sub-rule. 9. Select the new sub-rule in the details pane. 10. Under the Common Tasks, you can do the following: – To add individual users, facilities, equipment, or teams to the selection rule, click Add Resources. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want and they can be a mix of individual users, facilities, equipment, and teams. To add resource groups to the selection rule, click Add Resource Groups. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want. Repeat steps 7 through 11 to define additional sub-rules and add resources to them. A new selection sub-rule appears in the selection rule tree connected to the sub-rule.

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11. Click OK. 12. In the Details pane, click the first selection rule. 13. Repeat steps 7 through 11 to define additional sub-rules and add resources to them. 14. Click Save or Save and Close.

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Procedure: Add Resources to an Existing Selection Rule
You can add users, facilities, equipment, teams, and resource groups to a select rule. This procedure assumes that a selection rule has been created previously for this service. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Services. 3. In the list of services, select the service to which you want to add a selection rule. 4. On the Service form, click the Required Resources tab, and then click the selection rule in the details pane. Selection rules appear in the tree beside .

5. Under the Common Tasks, you can do the following: – – To add individual users, facilities, equipment, or teams to the selection rule, click Add Resources. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want and they can be a mix of individual users, facilities, equipment, and teams. To add resource groups to the selection rule, click Add Resource Groups. In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want.

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6. Click OK. 7. Click Save or Save and Close.

Understanding Selection Criteria
You can use selection criteria to determine how your resources are allocated. For example, you can choose to set up the service to make sure that a technician is scheduled as fully as possible before another technician is scheduled. You can also choose the opposite, to make sure that all technicians are scheduled relatively evenly. By default, services are set up to select resources without comparing how many service activities are scheduled for each resource. When selection criteria is added to a selection rule, the sub rules are considered first. If you have two equal sub rules, one that looks for Most Busy and another that looks for Least Busy, each sub rule offers the appropriate resource based on their selection criteria. Those resources are then considered by the rule on the next level up.

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In this example, the service requires two resources from non-equivalent resource groups, one the busiest in a resource group and the other the least busy in the resource group. A gear assembly replacement requires the busiest senior technician and the least busy intern. In the first selection rule, the 2 indicates that the search selects two resources using the sub rules. The first sub rule search selects the busiest senior technician and the second sub rule search selects the least busy intern.

If you chose to use selection criteria on the top level and include specific resources and a sub rule with a selection criteria, then the search selects the resources using the following method. First, the search calculates a "score" for each resource under the sub-rule, based on its availability. Then the top-level selection rule calculates a "score" for each specific resource based on availability. The top-level rule then compares the scores and chooses the score that matches your selection of Most Busy or Least Busy. The scores might be affected by other criteria, such as capacity and availability, thus skewing the results. In this example, the service requires the two least busy resources with a sub rule requiring the busiest resource. A gear assembly replacement requires the most busy senior technician or Luis or Michiyo, whoever is the least busy.

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In the first selection rule, the 1 indicates that search selects the least busy resource using either the sub rule or one of the two specific resources. The second sub rule indicates the search selects the busiest senior technician.

Editing or Removing a Resource Selection Rule
Resource selection rules can be edited at any time by opening the service you want to edit and by navigating to the Resource Selection Rules tab, and selecting 'Edit the selected item'. The Scheduling Administrator can remove any Selection rule or their members. If a rule has members underneath, all the members are also removed.
NOTE: Adding contents to the Required Resources tab is not considered as a required field. The Service form can be completed and saved without the Required Resources filled in. If no Required Resources are defined a notification warning appears on the service form upon save.

Create a New Resource Group when you Create Resource Selection Rules
When you create a new service and a set of new Resource Selection Rules the Scheduling Administrator can create a Resource Group for later use. • • This saves time if the Scheduling Administrator plans to use the same set of resources repeatedly for different services. When you create resource selection rules, the system prompts the scheduling manager to save the selection of resources as a new resource group. (See section on 'Creating Resource Selection Rules and Groups.')

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Service Creation
To define a service, you select the duration of the service and create selection rules to determine which resources are needed. After you define the general information of the service, you must define selection rules and add resources to perform the service Creating the services that can be performed ensures the following: • • • • Availability of information which is important data for the resource performing the service. Availability of information to the person who wants to run the reports on this data. Availability for the service scheduler to view the service information to ensure that he has selected the correct service for customers. Immediate availability of information to be factored into scheduling.

NOTE: A service requires at least one selection rule and resource before the service can be scheduled with a service activity. For more information on Resource Selection Rules, see the "Scheduling Administration".

Procedure: Create a Service
1. In the Navigation Pane, click Settings. 2. Under Settings click Settings, and then in the Settings area click Services. 3. On the Actions bar, click New. 4. On the General tab, in the Name box, type a name for the service. 5. In the Description box, you can type a description. 6. In the Initial Status Reason list, select the status of the service activity when it is created for this service. 7. In the Default Duration list, select the how long the service lasts. When you create a service activity for this service, you can be change the duration. 8. In the Start Appointments Every list, select how often appointments can start.

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9. Add rules to determine what resources are needed to perform the service. You must select at least one user, equipment, or facility to save the service. 10. On the Required Resources tab, in the right pane, click the parent rule. 11. Under Common Tasks click Add a Selection Rule. 12. In the Add a Selection Rule dialog box, in the Quantity list, select the quantity. 13. In the Description box, you can type a description. 14. Click the Other Settings expansion arrow, and in the Capacity Required box, type the capacity required to perform this service. For more information on capacity, see Managing Your Workforce.. 15. You can also set the selection criteria based on the comparative number of appointments for each resource. The default is Random. 16. Click OK. 17. Add Resources or Resource Groups. 18. On the Required Resources tab, in the right pane, click the rule to which you want to add the resource or resource group. 19. Under Common Tasks, click Add Resources to add a single resource, or Add Resource Groups to add a predefined group of resources with the same ability to perform the service. 20. In the Look Up Records dialog box locate and select the resource for the service. 21. Click OK. 22. Click Save or Save and Close.

Service Conflicts
When an appointment has a conflict with business rules, the scheduling engine informs the scheduler. For example, this might occur when outside operating hours, the resources are unavailable or the resources are unqualified or overqualified. The scheduler can override such warnings or errors, but the scheduler will be informed of the notification.

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Demonstration: Create a Service
This demonstration illustrates how to create a service and add resources to the service in Microsoft CRM.

Scenario
Adventure Works Cycle has recently added a new service for customers. They have just announced that the Bike Service Manager will offer training for their wholesale customers. This training is designed to educated customers on how bikes are designed for different riding styles and terrain. The Bike Service Manager will be available to provide two hour training sessions. These sessions will run over the next three months during Adventure Works Cycles busiest season.

Goal Description
The Service Scheduling Manager must add the new 'Buying the right bike for you Training' service to Microsoft CRM. This will ensure that the service is available for service representatives to begin to schedule activities for their customers. This service will run every fifteen minutes, and last for two hours duration.

Steps
1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Settings. 3. Under Settings click Settings, and then in the Settings area click Services. 4. On the Actions bar, click New. 5. On the General tab, in the Name box, enter: 'Buying the right bike for you Training' for the service. 6. In the Description box, enter: This training is designed to educate customers on how bikes are designed for different riding styles and terrain', as the description. 7. In the Initial Status Reason list, select Requested as the status. 8. In the Default Duration list, select 2 hour as the duration for the service. 9. In the Start Appointments Every list, start appointments every 15 minutes. Appointments will Begin At 8:00 AM.

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10. Select the Required Resources tab, and click on the selection rule. 11. Click Edit Selected Item from the Common Tasks area. 12. Select 1 from the Quantity list. 13. Click OK. 14. Next, add Judith Walker as the resource for this service. You must select at least one user, equipment, or facility to save the service. 15. Click OK. 16. Click Save or Save and Close.

FIGURE 6-4 CREATING SERVICES

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Modifying Services
Because records make up the data stored in Microsoft CRM, managing them as soon as they are created is as important as creating them. If data is not updated in the CRM system, the system will not be used as it was designed, which can lead to discontinued use of the system. The following are tasks that are used to manage services in Microsoft CRM: • • Modify or Edit Activate and Deactivate

Procedure: Editing Service Information
1. Navigate to Settings, click Services. 2. From the displayed list, open the service to be modified. 3. In the form, make the changes you want. 4. Click Save or Save and Close.
NOTE: Modifying active services does not affect the duration or resources in existing service activities.

Activating or Deactivating a Service
As part of managing services, there is the ability to activate or deactivate services, but with different results.

Deactivating Services
As soon as the service is deactivated, the following conditions are true: • • • • It can be updated It does not appear in any lookups. Other records cannot be associated with it It is not seen in any active views

The service and required resources for the service can be updated even if the service is deactivated.

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Activating Services
Activating a service changes the status of the selected service as active. As soon as all conditions are applied to the deactivated service, they no longer apply to an active service.

Procedure: Activating or Deactivating a Service
1. In the list of services, open the service you want to deactivate. 2. On the Service page, do one of the following: To make the service available for scheduling, select the Activate Service check box. 3. To make the service unavailable, clear the Activate Service check box. 4. Click Save or Save and Close.

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Demonstration: Edit Service Information
This demonstration illustrates how to edit service information in Microsoft CRM.

Scenario
Adventure Works Cycle has recently made a change to one of the services defined in Microsoft CRM. Despite doing research into the period of time it would take to consult with a client. Because of this research, the Service Scheduling has decided that the existing one hour service durations are not leaving enough time.

Goal Description
The Service Scheduling is required to change the 'Bike Training Service' to make sure that resources are selected for up to two hour duration. Also, because the consultations typically take longer than expected to complete, the company wants to make sure that for scheduling purposes the activities are set to start every 30 minutes to guarantee full resource capacity.

Steps
1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. Click Services. 3. From the displayed list, open the 'Bike Training Service'. 4. In the form, make the changes described in the above goal description.

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5. Click Save or Save and Close.

FIGURE 6-5: EDIT A SERVICE

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Summary
This lesson was intended to provide an overview of the functionality available in Microsoft CRM to help organizations define the services they provide to their customers. Use the service creation function to determine the service. Add resources to the service and set when the service can be scheduled for your customers.

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Test Your Knowledge
1. What does creating services ensure? Select any that apply. a. Availability of information which is important data for the resource performing the service. b. Availability of information to the person who wants to run the reports on this data. c. Availability for the service scheduler to view the service information to ensure that he has selected the correct service for customers. d. Next day availability of information to be factored into scheduling. 2. What does deactivating a service do? Select all that apply. a. It still appears in lookups b. It cannot be updated c. Other records cannot be associated with it d. It is seen in any active views 3. What benefits does adding a resource to a service provide? Select all that apply. a. Organize and manage who participates in service activities b. Provide insight into resource availability c. Create dynamic grouping of the resources d. Customize Resources and Users by providing customization experience consistent with the rest of the customizable items

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Lab 6.1 − Create a Service, and Add Resources
Company: Adventure Works Cycle Corporation
In this Lab you add resources to a service in Microsoft CRM. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
Adventure Works Cycle has recently added a new service for customers. They have just announced that they will now offer a one time free of charge service for all customers who purchased bikes within the last month. This special offer will run for a month from today's date.

Goal Description
The Service Scheduling Manager wants to add the new 'One time free of charge' service to Microsoft CRM. This ensures that the service will be available for users to begin to schedule activities for their customers. The duration of the service will be one hour, and the appointments start every fifteen minutes. The Service Scheduling Manager must add resource selection rules to ensure that a member of the road bike lines of products team is selected as the resources are needed to perform the service. You must select at least one user, equipment, or facility to save the service.

Challenge Yourself!
Instructions
Using the information in the goal description, create the new 'One time free of charge' service.

Need a Little Help?
Instructions
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password roger Pa$$w0rd

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2. Use the information provided in the table to create a new service. And add resources. Name Initial Status Reason Description One Time Free of Charge Service Requested A one time free of charge service for all customers who purchased bikes within the last month 1 hour 15 minutes Chris Perry Mathew Pereira

Default Duration Start Appointment Every Required Resources Required Resources 3. Save the record.

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Quick Interaction: Lessons Learned
Take a moment to write down three Key Points you have learned from this lesson: 1.

2.

3.

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